On-Demand Support

On-demand support: What’s included

We offer website support for our clients. Our typical support hourly rate is $150 per hour.

We ask for a minimum commitment of five hours per quarter and we invoice monthly for work completed, in 15-minute increments after a 1-hour minimum.

Note: All clients must be on a maintenance contract with us ($85/month, paid quarterly or annually) so we know your site software is being updated regularly and there backups and security in place. Read more about our WordPress Website Maintenance.

Website support

  • Assistance during periods of website downtime
  • Necessary fixes to restore normal site operation
  • Cross-browser and cross-device support
  • WordPress CMS management and consultation
  • Restore pages or full site if client has an unfortunate incident while working on the site.

Content updates

  • Add, edit or delete text, images and media (i.e. PDF, Movie, etc.)
  • Add, edit or delete pages, posts or custom post types
  • Basic HTML, CSS, PHP and JS programming fixes or additions
  • Basic graphic design changes to color or element arrangement
  • Basic SEO related to CMS configuration and meta information
  • Typical turnaround time is 5 working days for most updates. We charge 1.5X normal rate for rush turnaround time of 1-2 days. 

Website reporting

  • Add, edit or delete analytics or tracking code snippets
  • Assistance managing basic features of Google Analytics
  • Assistance managing basic features of Google Tag Manager
  • Assistance managing basic features of Google Search Console
  • Assistance setting up recurring reports from Google Analytics

Advanced support services

  • Malware or hacked site clean-up (sometimes possible, often best to restore from backup)
  • Website security audit, hardening or support
  • Website performance audit or advanced optimization
  • Research & implementation of features to extend the function of ecommerce/events/LMS

What to assume from Merge

  • Merge will perform “Website Maintenance” updates from time to time (as needed)
  • Merge will assist with “Website Support” upon request
  • Merge will assist with “Website Updates” upon request
  • Merge will assist with “Website Reporting” upon request
  • Merge will track all billable time and submit on a monthly invoice

What we assume from YOU

  • You will provide necessary, valid and working login to your registrar, hosting admin, FTP and WordPress Admin
  • You will provide necessary, valid and working login to any required third-party platforms or add Merge as an authorized user where applicable (i.e. Google Analytics or hosting, etc.)
  • You will provide all necessary marketing copy, photography and media required to complete requested updates
  • Most importantly, you will submit all requests via the Support Request form

What’s not included

Website redesign

  • Complete redesign or refresh of your website
  • Graphic design resulting in changes to 50% or more of a page
  • Copywriting (or creation of new page, article, or custom post content)
  • Get in touch to discuss requirements and get a quote!
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Marketing services

  • Landing page design or development
  • Create or manage email template or mail campaign
  • Usability consulting or conversion rate optimization 
  • A/B or split-testing setup or campaign management
  • PPC management related to Google Adwords, Retargeting, etc.

IT Support

  • Third-party email support
  • Domain, DNS or name server management
  • MySQL database management
  • Server hardware or software updates